FAQs

ORDERS

How do I check the status of my order?

You'll receive a confirmation email upon your order. Once your order is shipped you will receive another confirmation email with the tracking information. If you haven't received this email, please feel free to contact us.

When will my order ship?

All orders are processed Monday through Wednesday from 9:00 am to 4:00 pm. Orders are shipped out on Thursdays. Cut off for orders to be shipped out during the week is 5:00 pm on Mondays. If your order was placed after that, please expect it to ship the following week. Please allow 7-10 business days for your order to be processed and shipped.

Please note that due to the Community Quarantine currently in effect in Cebu, there may be delays in shipping your orders. We thank you for your understanding and patience, and for your continued support during this time.

What can I do if I need to cancel or change my order?

If you need to cancel or change your order, please contact us before 5:00pm (PHT) on the date the order was placed. Once you have received your confirmation email with tracking information, we may not be able to cancel or change your order.

What payment methods do you accept?

We accept payments through PayPal, BPI bank transfer, and GCash. You do not need to set up your own PayPal account to shop. PayPal accepts most major credit and debit cards including VISA and Mastercard, and is completely safe to use.

Please contact us right away if you experience any problems at checkout.

What currency are your prices in?

The default currency on our site is Philippine Peso, but you can select a different currency from the currency picker located on the upper righthand corner of your screen.

Does your jewelry come with packaging?

Yes, our jewelry pieces come in our signature box with each piece packed in its own pouch with cleaning fabric and care card. We may pack orders of more than one (1) item together in one of our bigger boxes. Please let us know if you would like them packed separately.

SHIPPING

What are your shipping rates?

All standard Domestic (within the Philippines) orders are shipped via LBC with a standard shipping fee of Php 200.00. Free shipping is available for orders over Php 5,000.00 (Philippines only).

All standard International orders are shipped via DHL Express. International shipping fees will be calculated at checkout, with fees dependent on the shipping address. International shipping fees include processing fees for Bureau of Fisheries and Aquatic Resources (BFAR) documentation, which is necessary for customs for shell products.

Please note that all prices and shipping fee calculations do NOT include taxes or duties that may be incurred during shipment. This varies in every country and is the responsibility of the recipient.

How fast do you ship?

We do our best to ship out your orders as quickly as possible. Please allow us 7 to 10 business days to process your order. If your order is a rush, please contact us so we can work on expediting it.

When will my order arrive?

Orders usually leave our office after 7-10 business days upon order confirmation. Once your order has been shipped, please expect Domestic orders (within the Philippines) to arrive in 5-7 business days. International orders usually arrive within 7-10 business days from the original shipping date, depending on the country of destination.

If after a reasonable amount of time you order still hasn't arrived, please contact us so we can follow up with the shipping courier.

My order never arrived. What can I do?

We are not responsible for packages that are lost or damaged in transit. We strongly urge you to select a secure shipping location. If you need to make a change to your shipping address, contact us as soon as possible. We can amend the address as long as the package has not left our facility, but unfortunately, we cannot reroute a package once it has shipped. In the event that your package does go missing, please notify us immediately so that we can file a claim with the shipping carrier on your behalf.

Do I need to pay import or duty taxes?

International shipments may be subject to additional customs, duties, and fees, all of which are the full responsibility of the recipient. These fees may vary from country to country and shipping delays may occur due to customs. Please note that duties and taxes are not included in the total at checkout.

If the customer declines tax and tariff payment and the package is forfeited at customs, the customer will be responsible for the cost of return shipping to the Philippines. Please note that in some countries, when a package is forfeited at customs due to non-payment of taxes, tariffs and duties, it will be seized and not returned to Susanne Verallo. In this case, the customer will not receive any refund.

What can I do if my item arrived damaged?

Please contact us immediately within 24 hours of receiving your order.

RETURNS

What is your return policy?

We accept returns on non-sale items that are shipped back to us in their original condition, unworn and unused, in complete and original packaging, with receipt or proof of purchase, within 14 days of your purchase. Returns meeting these conditions will be issued a full refund (excluding shipping costs) to the original form of payment. All sale items and made-to-order items are considered final sale and are non-refundable. Please note that the customer is responsible for all return shipping costs. Returns should be mailed to:

Susanne Verallo
Attn: Returns
39 Turquoise St., Silver Hills Subdivision
Talamban, Cebu City
Philippines 6000

When can I expect my refund?

Refunds are issued in 7-10 business days upon receipt of the returned product.

Can I return a Susanne Verallo item bought from another store or stockist?

If you've purchased one of our items from a stockist, please get in touch with them for any problems with your order.

CARE

What are your jewelry pieces made from?

Each of our pieces is completely crafted by hand by master artisans in the Philippines using real seashells, therefore any variation in size, shape, or color is natural and adds character to the piece, making each one completely unique.

Our pieces are handcrafted from brass and plated in 24kt gold, with the highest quality finishing. Everything is nickel and lead-free. Our earring posts and backings are stainless steel.

How do I care for my Susanne Verallo jewelry?

Please handle your jewelry with care. Our pieces are crafted from 24kt gold plated brass and may naturally wear over time. Depending on personal pH levels of skin, some people may experience jewelry wear more quickly than others. To reduce the effect of wear, gently wipe with a soft, dry cloth after each use and store in the pouch provided or in a ziplock bag, away from direct heat and sunlight.

Keep away from abrasive surfaces, liquids, and moisture. Avoid exposure to makeup and perfume. Please do not swim/bathe/shower/exercise/sleep with your jewelry, and avoid long exposure to humidity. Avoid dropping your jewelry as the impact may weaken or break the piece. Do NOT use liquids or chemicals to clean.

Susanne Verallo cannot be held responsible for any damages that may occur by foregoing the above recommendations.

MISCELLANEOUS

Do you make custom pieces?

Yes. If you would like to to have a special custom piece made, please get in touch with us.

The style I want to order is out of stock. Is it available anywhere else?

If a particular piece is out of stock on our e-commerce, please get in touch with us and we can check if it is available at one of our stockists.

I'm a retailer and I'm interested in carrying your pieces. Do you sell wholesale?

Yes, we do. For all wholesale inquiries, please contact us.

For any other questions or concerns, please get in touch.